Social Media in a Crisis for Summer Camps
- 1. Social Media In a Crisis Communicating Online When Everything is Going Wrong
- 2. The last thing you want to think about during a crisis is how to communicate
- 3. Social Media can be both an accelerant and an extinguisher of a crisis
- 6. Be Prepared
- 7. In the event of an emergency we want to: Communicate with honesty, candor and openness while protecting the safety of what is going on at camp
- 8. In the event of an emergency we want to: Meet the needs of our parents and the media by remaining accessible
- 9. In the event of an emergency we want to: Communicate with compassion, concern and empathy
- 10. In the event of an emergency we want to: Accept uncertainty and that we may not have all of the answers
- 11. Social Media can be both an accelerant and an extinguisher of a crisis
- 13. Building a Process Determine Urgency Alert Outside Team Members Decide if a Response is Warranted
- 14. Building Craft Responses Template Blog and Social Media Responses
- 16. What you need to write: Response in case of death at Camp Response in case of accident at Camp Response in case of death of core team member Response in case of natural disaster/ weather related incidents
- 17. Answers to Prepare: Parents- Is my child safe? Media- What happened and what are you going to do to prevent it from happening again? Employees- Is it safe to go back to work?
- 18. Consistency
- 19. Building a Process Share Blog Post Share Post on Social Media Monitor and Update
- 20. After a Crisis: Pause scheduled social media posts Pause any paid advertisements Pause any marketing emails Check all content for relevant references that could be perceived as offensive Create additional blog entry addressing situation if needed
Editor's Notes
- #8: Communicate with honesty, candor and openness while protecting the safety of what is going on at camp
- #9: Meet the needs of our parents and the media by remaining accessible
- #10: Communicate with compassion, concern and empathy
- #11: Accept uncertainty and that we may not have all of the answers
- #14: Determine Urgency Alert Outside Team Members Decide if a Response is Warranted- If you were a parent and you would want to know about it- a response is warranted
- #16: Tone- We want to have a serious and informative tone Timeliness- We want to react quickly, but focus on resolving any issue at camp first Transparency- We want to be as open as we can while focusing on the safety of our campers and staff Thoroughness- We want our response to have enough information to reduce additional questions and follow up